Service Trust Research Articles

Unveiling the effect of social media marketing activities on logistics brand equity and reuse intention

Reserving existing customers is significantly more meaningful than acquiring new customers, particularly for logistics service providers. This long-standing view emphasizes the importance of customer retention for maintaining favorable relationships between logistics service providers and their clients. Drawing on the framework of the stimulus-organism-response model, this study proposes a model that integrates entertainment, interaction, trendiness, customization, and electronic word-of-mouth to examine how social media marketing activities and trust affect brand equity and reuse intentions for logistics services, both directly and indirectly. Empirical evidence was obtained from an online survey using WeChat and QQ, which administered a structured questionnaire to individuals with prior experience in logistics services at least once a week. We collected the data using a purposive sampling method from 932 participants, who represented the demographic of adult Chinese consumers. By applying partial least squares structural equation modeling, this study shows that interaction, trendiness, customization, electronic word-of-mouth, and trust positively affect the brand equity of logistics services, while the effect of entertainment on brand equity is not significant. In addition, the brand equity of logistics services positively affects the logistics service reuse intention. Furthermore, the result of the mediation analysis revealed that brand equity mediates the connection between interaction, trendiness, customization, electronic word-of-mouth, trust, and logistics service reuse intention. This study’s uniqueness lies in its thorough analysis of logistics service providers’ social media marketing efforts, trust, and their combined impact on brand equity and reuse intention. This study offers valuable perspectives on the significance of brand equity within the logistics sector, emphasizing the importance of prioritizing brand equity enhancement to improve performance and competitive edge.

Immunophenotyping for the Assessment of Asymptomatic Lymphocytosis: A Retrospective Analysis and National Survey.

Asymptomatic lymphocytosis poses a common challenge in haematology. Immunophenotyping can establish whether a clonal population is present, but it is expensive and the benefit of diagnosing asymptomatic patients is unproven. This study aimed to establish data to guide the use of immunophenotyping. We analysed the proportion of lymphocytosis in full blood count (FBC) samples across a five-year period within a large UK National Health Service (NHS) trust. Persistent lymphocytosis was present in 0.18% (437/242678) of repeat community samples. Of samples sent for immunophenotyping, 743/784 (95%) with a lymphocyte count > 10 × 109/L had a clonal population, compared to 223/1696 (14%) with a lymphocyte count < 5 × 109/L. We followed up a longitudinal cohort of asymptomatic patients with clonal lymphocytosis to determine how many required treatment. The minority (11/46) of patients needed treatment within 9 years of follow-up. Of patients needing treatment, 10/11 (91%) had a presenting lymphocyte count > 10 × 109/L. In all cases, treatment was initiated when the patient became symptomatic. We propose a lymphocyte count threshold of > 10 × 109/L for referral and immunophenotyping in patients with asymptomatic lymphocytosis. This approach aims to balance safety and cost-effectiveness and reflects uncertainty in the value of diagnosis for asymptomatic patients.

Analysis of the Legislation of the EEU Countries in the Field of Combating Cybercrime

The article presents an analysis of cybersecurity legislation in the member countries of the Eurasian Economic Union (EAEU), focusing on Russia, Kazakhstan, Kyrgyzstan and Belarus. In four parts of the article, the main aspects of the legal regulation of cybercrime in each of these countries are considered, as well as problems and shortcomings in legislation are identified. Outdated norms and ambiguities in legislation that are unable to adequately respond to modern challenges of cybercrime are discussed. The importance of an integrated approach to cybersecurity is emphasized, which includes not only legal regulation, but also technical, organizational and educational measures. It is proposed to conduct a more in-depth analysis and comparison of legislation to identify common trends, differences and the effectiveness of measures taken in the fight against cybercrime.Aim. Analysis of the legislation of the Eurasian Economic Union (EAEU) member states in the field of cybersecurity and cybercrime prevention, identification of common trends and differences, evaluation of the effectiveness of measures taken, and determination of directions for further improvement of cybersecurity in the region.Tasks. Analysis of the legislation of the EAEU member states in the field of cybersecurity, evaluation of measures taken to counter cyber threats, identification of common trends and differences in regulatory approaches, determination of directions for improving the legal framework and practical measures in combating cybercrime.Methods. Analysis of the legal acts of the EAEU member states on cybersecurity and cybercrime, comparative analysis to identify common trends and differences, evaluation of the effectiveness of legislation in countering cyber threats, identification of problems, and proposal of directions for improving the legal framework considering modern challenges in cybersecurity.Results. Expected improvement in information exchange and experience sharing, development of common strategies and standards in cybersecurity, reduction in the number of successful cyberattacks through joint efforts, and enhancement of the security level of information systems and data through joint technical and organizational measures.Conclusions. Cooperation among the EAEU member states in cybersecurity can lead to a reduction in the number of cybercrimes, enhancement of the security level of information systems and data, stimulation of innovative development in the digital sphere, and strengthening trust in electronic services and the development of the digital economy in the region, which are key aspects in the modern information society.

A Study on Consumer Satisfaction Regarding Online Vs Offline Shopping of Clothes Among Genzs in Ahemdabad City

This study investigates consumer satisfaction regarding online versus offline shopping for clothes among Generation Z in Ahmedabad, aiming to understand their preferences, behaviors, and concerns. Using a survey-based approach, the research analyzes key factors influencing their shopping experiences, such as trust, convenience, security, product quality, variety, fit, and customer service. The findings reveal that while Generation Z appreciates the convenience, discounts, and variety offered by online shopping, they still express concerns about security and confidence in product quality and fit. Offline shopping, on the other hand, is preferred for its reliability in assessing product quality, fit, and personalized customer service. The study also highlights the hybrid nature of Generation Z's shopping behavior, with many consumers using both online and offline channels based on the advantages each provides. These insights suggest that retailers should adopt an omnichannel approach, integrating online and offline experiences to enhance customer satisfaction. The practical implications for retailers include improving online security, navigation, and return processes, while maintaining high-quality in-store experiences. Recommendations for future research include expanding the study to other regions, investigating the role of emerging technologies, and exploring the impact of sustainability and ethics on shopping preferences

Trust and confidence in telehealth-delivered services: a nation-wide cross-sectional study

Sustaining telehealth uptake hinges on people’s desire and ability to effectively engage with it. We explored trust and confidence in telehealth delivered by medical and allied health using cross-sectional survey of 1,116 Australians. Descriptive analysis presented factors that would improve trust and confidence in telehealth cross-tabulated with video consultation experience. Inferential statistics compared levels of trust in medical and allied health telehealth with user-related variables. Trust in medical telehealth was higher than in allied health, but practice with video calls, experience with high-quality telehealth, and good internet were associated with greater levels of trust in both groups. Telehealth with a known health professional and no additional costs were top-ranked factors to improve trust and confidence. Participants confident in troubleshooting trusted telehealth more. This first cross-sectional study on trust and confidence in telehealth suggests that digital upskilling and promoting quality video consultations can potentially enhance telehealth adoption.

Navigating the digital tax landscape: The impact of service quality factors on E-filing adoption among individual taxpayers in Jakarta

Tax administration digitization improves taxpayer experience through e-filing, supported by service quality, trust, and information technology. This study integrates electronic service quality to understand the decision to use E-filing, offering a comprehensive approach with the E-Filling model to create digital records that are easily accessible. This study analyzes the effect of quality factors on the use of E-filing, with mediation from perceived ease of use and perceived usefulness. The study design uses an explanatory with a causal approach to confirm the relationship between variables related to the use of e-filing by taxpayers in Jakarta. Samples were taken from 10,580,475 taxpayers, with 150 respondents based on certain criteria. Primary data were collected through an online survey using a Likert scale. The measurement model was tested for validity and reliability, as well as structural analysis to assess the relationship between variables using path coefficients and bootstrapping analysis for significance. The coefficient of determination (R²) and path analysis were also conducted to measure the impact of mediating variables. The study shows that of the various service quality factors, only responsiveness has a significant effect on the perception of e-filing usefulness with a T-statistic of 3.253 and a P value of 0.001. Meanwhile, the informativeness, reliability, and system availability factors do not show a significant effect on the perception of ease and usefulness, indicating the need for improvement in information delivery and system reliability. High responsiveness is very important in supporting positive perceptions of the usefulness of the e-filing system. Path analysis shows that neither perceived ease of use nor perceived usefulness affect the actual use of e-filing, with R Square only explaining 2.6% of the variation in use. Although the research model shows an adequate fit with an NFI of 0.786, improvements are still needed to increase e-filing adoption. Thus, focusing on improving responsiveness and optimizing other factors is needed to improve user experience. It is necessary to improve the responsiveness of the e-filing system and improve informativeness, reliability, and system availability to improve user perception. Future research is suggested to develop interventions for service factors that are not yet significant and explore other elements that influence e-filing adoption.

The effects of service quality on relationship quality and loyalty in business-to-business electrical and electronics industry

PurposeThis study investigates the relationships between service quality, relationship quality (i.e. satisfaction, trust and commitment) and loyalty in the business-to-business (B2B) context.Design/methodology/approachA questionnaire was developed from a comprehensive literature review. It was verified by experts and statistical techniques. The data were collected from senior purchasing officers in 232 electrical and electronics companies in Thailand. Path analysis of structural equation modeling was used to analyze the hypothesized model.FindingsIt was found that service quality has a significant positive direct effect on satisfaction, trust and commitment. Commitment significantly affects loyalty, while service quality, satisfaction and trust do not.Originality/valueThis is one of the first examples of empirical research to examine the links between service quality, components of relationship quality and loyalty in the B2B electrical and electronics context.

Social Cohesion in Different Periods of the Pandemic: What Works in Reducing COVID-19 Mortality

Abstract Background Inconsistent results were reported regarding the effects of social cohesion dimensions on COVID-19 mortality rate (MR). Most studies have indicated that trust in civil services, but not participating in social activities, reduces COVID-19 MR, possibly because of the highly contagious nature of this disease. In this study, we investigated how the effects of various dimensions of social cohesion on COVID-19 MR vary across different phases of the pandemic. Methods This longitudinal study was conducted using data from 86 countries that participated in the 2017-2020 World Values Survey. The measures of social cohesion were identified by aggregating survey responses to the country level. COVID-19 MR was calculated-using data from the European Centre for Disease Prevention and Control-separately for three distinct periods during the pandemic (January 2021-June 2022). A factor analysis was conducted to identify the dimensions of social cohesion, and negative binomial regression models were constructed to analyze data for each period. Results The factor analysis revealed three dimensions of social cohesion: social participation and inclusion, health service equality, and trust in civil services and democracy. Our findings suggest that each dimension of social cohesion uniquely affected COVID-19 outcomes in different periods of the pandemic. Trust in civil services and a positive attitude toward democracy are strongly associated with a low COVID-19 MR. However, this association was observed only in the early and middle stages of the pandemic. By contrast, our study demonstrated that in the late stage of the pandemic, increased social participation and inclusion helped combat COVID-19. Conclusions This study underscores the importance of collective cohesion and solidarity in mobilizing public responses against pandemic situations. This study emphasizes that preventive or regulatory interventions should be tailored to different phases of a pandemic. Key messages • COVID-19 mortality rate was negatively associated with trust in civil services during the early two periods and with social participation and social inclusion during the late period of the pandemic. • This study emphasizes that preventive or regulatory interventions should be tailored to different phases of a pandemic.

Adapting, expanding and embedding community and culture into health ecosystems

Abstract Background Community anchor organisations (CAOs) work with communities who experience health inequalities and disadvantage, providing a range of activities and services to meet individuals’ needs in an integrated way. This study explored how CAOs use art, cultural and nature-based activities as part of their work to respond to the needs of people facing inequalities and considered how activities can be scaled in this health setting. Methods This study used community-based participatory research within a case study approach to work with four purposively sampled CAOs. Participants were community members, volunteers, staff, trustees, partner organisations and commissioners. Data collection methods included: document analysis, interviews (n = 45), workshops (n = 5) and focus groups (n = 11). This study was also supported by data collected by trained community researchers (n = 18). Framework analysis was conducted for within- and cross-case analysis. Results In the context of CAOs, the delivery of art, cultural and nature-based activities were found to be an important mechanism for developing trusted relationships with marginalised groups, who may lack trust in statutory services and health focused activities. Other facilitators to community engagement were the CAOs’ longevity, localness and co-location of services within a trusted and familiar place that connect people to personalised support. Barriers to scaling up included funding models as well as insufficient dialogue and understanding between CAOs and the local public health ecosystem. Conclusions CAOs have long term trusted relationships with disadvantaged communities and are influential in connecting individuals with projects and services. Findings suggest that the effectiveness of action to address inequality through art, cultural and nature-based activities could be improved if the role of CAOs was recognised more coherently in place-based public health plans. Key messages • Creative activities enable meaningful engagement with disadvantaged groups within place-based settings. • CAOs must be recognised more coherently in place-based strategies to reduce health inequalities.

Understanding Customer Satisfaction: A Study of Convenience Stores

This study explores the impact of customer satisfaction on purchasing behavior within convenience stores, focusing on four key determinants: service quality, perceived value, product quality, and trust, perceived value, and trust. The growing population and increasing consumer demand have prompted companies to enhance productivity and service standards across their convenience store branches. To maintain competitiveness and attract a diverse customer base—comprising existing, new, and potential customers—businesses need to review and refine their operational strategies continuously. The study’s methodology involved a structured approach to gathering quantitative data from a specific sample of convenience store customers in Bentong City. By using surveys and questionnaires, the research aimed to capture relevant information directly from the consumers, providing insights into their experiences and satisfaction with the convenience stores. The non-probability convenience sampling method facilitated the collection of data from readily available participants, ensuring a practical and timely data collection process. Using a data set collected from 220 respondents who utilized products and services at a convenience store, this research aims to empirically investigate the relationships between service quality, perceived value, product quality, and trust, perceived value, trust, and overall customer satisfaction. The findings indicate that while all four factors contribute to customer satisfaction, service quality, perceived value, and trust exert a significantly stronger influence compared to product quality. These insights underscore the importance of prioritizing service enhancement, value creation, and trust-building initiatives in the strategic management of convenience stores, thereby ensuring sustained customer satisfaction and loyalty.

Exploring the mechanism of sustained consumer trust in AI chatbots after service failures: a perspective based on attribution and CASA theories

In recent years, artificial intelligence (AI) technology has been widely employed in brand customer service. However, the inherent limitations of computer-generated natural language content occasionally lead to failures in human-computer interactions, potentially damaging a company’s brand image. Therefore, it is crucial to explore how to maintain consumer trust after AI chatbots fail to provide successful service. This study constructs a model to examine the impact of social interaction cues and anthropomorphic factors on users’ sustained trust by integrating the Computers As Social Actors (CASA) theory with attribution theory. An empirical analysis of 462 survey responses reveals that CASA factors (perceived anthropomorphic characteristics, perceived empathic abilities, and perceived interaction quality) can effectively enhance user trust in AI customer service following interaction failures. This process of sustaining trust is mediated through different attributions of failure. Furthermore, AI anxiety, as a cognitive characteristic of users, not only negatively impacts sustained trust but also significantly moderates the effect of internal attributions on sustained trust. These findings expand the research domain of human-computer interaction and provide insights for the practical development of AI chatbots in communication and customer service fields.

Riding the FinTech Wave: Exploring Service Satisfaction and Trust among Generations Y and Z

Financial technology, or FinTech, is revolutionizing banking worldwide by introducing innovative services. However, clients' comprehension and willingness to embrace or adapt to new technologies remain uncertain. As FinTech continues to disrupt traditional banking procedures, it is critical to investigate how these innovations affect Generation Y and Z's perceptions of service satisfaction. As a result, the objective of this study is to determine the major characteristics that impact client satisfaction and trust in the use of FinTech-based services. Data from 250 respondents who use FinTech services show that User Trust and User Satisfaction are important for them when adopting FinTech. The results indicate that security, privacy, ease of use, and convenience are the key factors positively influencing user trust and satisfaction in FinTech services, with a reciprocal relationship between trust and satisfaction. This symbiotic relationship highlights the importance for FinTech companies to prioritize both customer satisfaction and trust-building initiatives to foster long-term relationships with their users

The Effect of Service Quality and Trust on Customer Loyalty with Satisfaction as an Intervening Variable in Three Star Hotels, Palembang

This research aims to analyze the direct and indirect influence of the variables Service Quality, Trust, Satisfaction and Customer Loyalty. The method used in this research is a quantitative method with primary andsecondary data collection techniques, including observation, questionnaires and literature study. The number of respondents involved in this research was 115 people, and data collection was carried out using instruments that focused on the variables studied. Data analysis was carried out using Smart-PLS software. Based on the results showed that satisfaction has a significant influence on customer loyalty Apart from that, trust also has a significant influence on satisfaction, and the influence of trust on customer loyalty through satisfaction shows significant results. Trust and satisfaction are important factors that influence customer loyalty in three-star hotels in Palembang City. The results of this research also show that the other four variables, namely the direct influence of service quality on customer loyalty, as well as the influence of service quality on trust and satisfaction, have an insignificant influence. Therefore, to increase customer loyalty to three-star hotels in Palembang, it is necessary to look for other factors that have a stronger and more significant influence.

Tax Service Quality, Trust in Government and Tax Compliance among Small and Medium Enterprises in North Rift Economic Bloc

Purpose- The study sought to establish the indirect effect of trust in government on the relationship between the tax service quality and tax compliance among SMEs in North Rift Economic Bloc, Kenya.Design/Methodology- Based on the social contract theory, this study has a positivist philosophy that is informed by an explanatory research design. The target population was 21,232 SMEs; the sample size used in this study consisted of 393 SME owners/managers selected through a stratified sampling technique. Data were collected using a self-administered questionnaire, and Cronbach's alpha with factor analysis was used to establish the instrument's reliability and validity. Descriptive and inferential statistics were employed to test the hypothesis, and hierarchical regression using the Hayes Process macro was performed.Findings-The study revealed that tax service quality (β =.541, p=.000&lt;0.05) and trust in government (β =.375, p=.000&lt;0.05) are significantly positively related to tax compliance. In addition, the tax service quality was found to have a significant effect on trust in government (β =.395, p =.000&lt;0.05). In addition, the results showed that trust in government mediates the relationship between tax service quality and tax compliance (β =.1482, CI=.0981, .2015).Practical Implications- These findings underscore the need for governments to improve the quality tax services, as this may be able to help in gaining public trust which will ultimately increase SMEs compliance with taxes. There is scope for future research to incorporate mixed-method approaches in order to discover yet more factors affecting tax compliance.

Perceived Ease of Use and Perceived Usefulness, Intention to Use Digital Banks and the Role of Trust as Mediating Variables

By incorporating the trust variable as a mediator in the relationship between perceived ease of use and perceived usefulness of using digital banking services on intention to use digital banking services and location—research in the special region of Yogyakarta—this study aims to analyze banking customers’ tendencies to use digital banking services using the technology acceptance model (TAM) theoretical approach. This research’s type and source of data is quantitative with primary data. Questionnaires were distributed as part of a survey procedure to collect data for this study. Using sample data from 208 respondents and the structural equation model (SEM) analysis tool, he concluded that while users’ perceptions of the usefulness and ease of use of digital banking services have no bearing on each other, their perceptions of the ease of use of these services has a significant impact on their trust in them. It has a significant impact on user trust in digital banking services, which in turn has a significant impact on users’ intention to use digital banking services; perceived ease of use of digital banking services has no significant impact on users’ intention to use digital banking services; on the other hand, perceived usefulness of digital banking services has a significant impact on users’ intention to use digital banking services; trust in digital banking services mediates the relationship between users’ intention to use digital banking services and perceived ease of use of digital banking services. Keywords: perceived ease of use, perceived usefulness, trust, intention to use, digital bank

Shaping public perception of surveillance – proposed solutions

The article presents proposals for actions aimed at shaping the desired perception of surveillance by Polish citizens. It addresses the following issues: the terminology of operational control and the public perception of specific concepts covering surveillance issues, the impact of trust in the special services and the institutions supervising them on the public’s approach to the issue of surveillance, and the level of the public awareness of security. The article cites the results of a survey conducted by the author in 2023 and an analysis of material on surveillance and its public perception. Based on these, solutions are proposed to raise public awareness of the need for specific security activities.

Kształtowanie społecznego odbioru inwigilacji – propozycje rozwiązań

The article presents proposals for actions aimed at shaping the desired perception of surveillance by Polish citizens. It addresses the following issues: the terminology of operational control and the public perception of specific concepts covering surveillance issues, the impact of trust in the special services and the institutions supervising them on the public’s approach to the issue of surveillance, and the level of the public awareness of security. The article cites the results of a survey conducted by the author in 2023 and an analysis of material on surveillance and its public perception. Based on these, solutions are proposed to raise public awareness of the need for specific security activities.

Enhancing consumer trust in financial services: the role of technological security innovations

The financial services industry increasingly relies on technological advancements to maintain and enhance consumer trust. Consumer trust is a critical component influencing customer loyalty, financial inclusion, and overall economic stability. This paper explores the impact of technological security innovations on consumer trust in financial services. Fundamental innovations such as blockchain, advanced encryption, biometric authentication, artificial intelligence, and cloud security play significant roles in addressing security challenges. Blockchain technology provides a decentralized, tamper-proof method for recording transactions, enhancing transparency and reducing fraud risks. Advanced encryption techniques ensure the confidentiality and integrity of financial data, which is critical for protecting sensitive information. Biometric authentication methods offer secure and user-friendly solutions for identity verification, reducing reliance on traditional passwords and enhancing security. Artificial intelligence and machine learning improve fraud detection capabilities by providing real-time monitoring and response. Cloud security solutions offer scalable protection for financial data, ensuring compliance with regulatory standards. Through empirical analysis and case studies, this study demonstrates that these technologies significantly enhance consumer confidence by providing greater transparency, security, and reliability in financial transactions. The findings offer valuable insights for policymakers, financial institutions, and technology developers aiming to foster a more resilient and trust-based financial ecosystem. This research contributes to the existing literature by providing evidence of the direct impact of technological security innovations on consumer trust. Keywords: Consumer Trust, Financial Services, Technological Innovations, Blockchain, Encryption, Biometric Authentication, Artificial Intelligence, Cloud Security.

Investigating the adoption of smart local government services: the impact of service quality, trust, and social influence

PurposeThis study aims to examine the factors that influence the adoption of public services through the latest smart apps designed to provide maximum services within urban local government.Design/methodology/approachThe research is based on a thorough literature review, expert advice on public service delivery and four complementary theories. An empirical survey used a structured questionnaire to collect primary data from citizens in Indian local governments. The data was analysed using structural equation modelling (SEM) and SmartPLS version 4 to assess the measurement and structural models.FindingsThe study confirmed that service quality, trust, effort expectancy and social influence are key factors for adopting smart app services. Trust and intention are mediators, while performance expectations do not impact the decision to use smart app services.Research limitations/implicationsThe study includes a moderate sample size and a focus on a single developing country, which restricts its cross-cultural applicability. This research investigated the factors influencing individual adoption and use of local government services delivered through smart apps.Practical implicationsThe study has significant implications for policymakers, researchers and implementers. It provides insights for developing strategies to increase the use of smart services, thereby enhancing local governance's efficiency, transparency and accountability.Originality/valueThis study enhances existing knowledge by adding service quality, trust and adoption to the model, which helps examine the factors affecting adoption. With limited research on local smart service app adoption, this study provides valuable insights.

Electronic documents and electronic signature as a means of concluding an employment contract

This paper investigates the possibility of using electronic documents and the electronic signature as a means of signing and concluding the employment contract between the employee and the employer. Furthermore, the paper analyzes EU Regulation 910/2014 on electronic documents, electronic identification and trust services, and consequently reflects to the existing legal regulations in the field of electronic documentation and labour law in the Republic of North Macedonia that regulate the form and the manner of concluding the employment contract. Lastly, the paper points out specific existing service providers that offer a technical solution for the use of an electronic signature that can also be used for the purpose of concluding an electronic employment contract.